Today I had an unplanned client consultation where the person at a prominent Ivy league school has faced racist comments and more and on hearing that I gave her the same advice I give many people, “What you allow continues.”
The person said, “But how can I speak against such a big school?”
I told her the story of our interaction with #deltaairlines.
I know we did a podcast on that but people take their own time to listen, and sometimes the message we try to share escapes.
Delta messed up, but how they addressed the situation in the aftermath won them deep appreciation and continued customer loyalty from us.
We may be drops in the ocean but the ocean is made up of many drops!
So the story was that we flew to Sedona, and on both legs our seats were changed.
The first leg I let it go because even though it was my least favorite row 1A and 1B, at least Ajit Acharya and I were together. I like sitting on the aisle seat and I had that.
But on our return I made sure to check beforehand. We were seated in 1A and 3A – separated and both window seats.
We went early to the airport to request a change back but were told at check-in that first class was full and to request help at the gate.
When we did that the gate agent gave us lame excuses:
1) The aircraft changed so seats changed. (The aircraft actually remained the same – Airbus 321. So that was untrue.)
2) Second excuse: We can’t do anything. We cannot change first class seats. (“Well you did. You changed ours!” I said.)
3) Final suggestion: “Please go and ask some passenger to swap.” (Who will exchange an aisle seat for a window?)
And it’s not our job to go row to row and beg strangers.
We looked around when we went in and did not see anyone with disability. Or children next to parents. Ajit sat next to a single individual and I next to a single individual. They could have been seated together.
Delta (like every other airline) has come in for criticism from customers and a lot of it has happened at the gate with agents from what I’ve been reading and random customer service agents.
Personally in all the 23 years that I have flown Delta (and economy for 13 of those years) I have only received stellar service and kindness. I know they read all the feedback I send.
I have ignored cheaper fares and better connections on international flights waiting 8 hours at times at Amsterdam because I only wanted to fly Delta.
Some family members have discouraged me repeatedly not to stick with their Delta reserve credit card because other cards offer many more customer friendly options.
But I refused. And even got Ajit to get one, even though he does not need it. When flying solo he prefers Southwest I think. Lol.
Delta is a big airlines with a monopoly. But what happened next speaks volumes about the company culture.
While we were waiting to board I emailed a brief complaint about what had happened.
I pointed out that I had been a loyal customer for years and had always appreciated the kindness extended to me. A couple of incidents had happened with relatives, but I attributed it to overworked and understaffed employees.
The page mentioned to expect a week for them to respond. When we landed in Boston, there was an email and a long voice mail on my phone from Myla Perry from Customer Care.
She was very apologetic and compassionate and said Delta was sending us a wedding anniversary gift and some more compensation.
Frankly if it wasn’t for her quick action, or empathy, we would not have gone anywhere.
I wrote back that I anted to escalate this, and wanted their CEO Ed Bastian’s contact information. I then wrote a very detailed email about what had transpired to Myla.
Literally may be 30 minutes later, Delta called and this time it was Lisa, a member of Ed Bastian’s executive team.
Our conversation was very cordial. And it lasted a fairly long time. It was not a courtesy call for damage control. I’m a journalist yes, but I’m not Oprah Winfrey.
They could have brushed it off, or not bothered to answer. But their CEO has his heart in the right place.
They could have said “So? Things happen. You didn’t get to sit next to your husband one time. What is the big deal?” But they took note of the fact that Ajit and I don’t travel together that much.
They understood the sentiment. It was a special occasion, and it was marred by what could have been taken care of at the gate by the gate agents.
People have been responding to our podcast with messages and posts but they are busy bashing Delta. The executive team member told me they read the complaints and try to do their best.
Our purpose of doing the podcast was to share that if there is an issue, address it with customer care, kindly. Escalate it if you feel it is important. But positively and kindly.
There are days we have misbehaved, been frustrated and been unkind to others as well.
Not every CEO or a large company or his executive team is like Ed Bastian and his team.
(We are finding that out with another company my kids are dealing with. I have yet to intervene but will be shortly.)
The lesson we were trying to share is simply that there are all kinds of people in this world.
But how you react to apathy, unkindness or unprofessional behavior plays a very important part in the resolution.
What you allow continues, so you must address the issue. Feedback given courteously always brings a courteous response most of the time.
If you act nasty, you are not in balance.
If they do, they are not either.
All of us will slip and will continue to be works in progress. We flare up at mess ups. Very seldom do we go on record to appreciate kindness.
So we wanted to do that. And I gave the person in that school the same advice. Share your experience firmly but kindly. If the intent is positive and pure, the divine will align a kindred spirit to step in and help fix things.
It was also a reminder to us again – What you give out returns multifold times.
Like attracts like. Choose wisely.
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